Customer service that SUCKS!

[manley]

Needed a "nipple" for my '96 Evinrude, and found it online at Boats.net.

Ordered it, the item was $3.68, plus $1.75 shipping, for a total of $5.43.

Received the item as promised.

Opened package, and found that it had been crushed in transit.


Apparently, a padded mailer will not protect your nipples. (Who knew?)

Sent an e-mail to boats.net immediately, and waited 48 hours... no response.

Called their Customer "No-Service" hotline, and held for 30 minutes, going from #14 to #11 in their queue... gave up.

Sent another e-mail, and waited another 48 hours... no response.

Called Customer "No-Service" hotline, but chose not to hold, as I was #18 in their queue.

Found an obscure chat link on the web site for "order support."

Explained the problem via web chat, and was told to e-mail them at "parts@boats.net" for return authorization.

Alternately, I could call and ask to speak to a manager.

Told them "no thanks, I'm just going to share my frustrations with a few thousand friends who also own boats."

Hope this prevents somebody a similar headache. I certainly feel like I got my $5.43 worth of revenge.

[Jumptrout51]

Shielsa at St. Marks has them in stock.

[silverking]

Shielsa at St. Marks has them in stock.

That's Shields Marina.

[Flint River Pirate]

Manley, it a long haul for a nipple traveling to the US from the prison in China where it was made.

[bman]

LOCAL, LOCAL, LOCAL!

[manley]

Barry, when I called Winsel's Boats, the ONLY local dealer, I was told: "Nope, don't have it." Not even an offer to order it! You do NOT get my business with an attitude like that!
Sorry to say it, because I STRONGLY prefer to deal locally!

[qoutrage]

Scott, I have used Boats.net a lot in the last 7 or 8 years and never had a problem. Never had a 'damaged item deal' like yours, though. I'd be ill, too.
I mostly order online, but have called in a few orders. They were always very nice to deal with.
Maybe, you 'should' have talked to a manager...maybe, you still should.
On the other hand, considering the small bucks, I might have just ordered another one, and in the process told them, I was sending the broke one back for a refund. If they wouldn't give me a refund, then I would have trashed them.. You will probably spend the difference in trying to run down one, locally.

[charlie tuna]

Thanks for the warning, i have never used them, but now "i will never use them"! Internet sales MUST provide customers an easy method for returns and problems. It's called customer service. I will go out of my way to buy from companies that provide good customer service.

[manley]

Scott, I have used Boats.net a lot in the last 7 or 8 years and never had a problem. Never had a 'damaged item deal' like yours, though. I'd be ill, too.
I mostly order online, but have called in a few orders. They were always very nice to deal with.
Maybe, you 'should' have talked to a manager...maybe, you still should.
On the other hand, considering the small bucks, I might have just ordered another one, and in the process told them, I was sending the broke one back for a refund. If they wouldn't give me a refund, then I would have trashed them.. You will probably spend the difference in trying to run down one, locally.

Mr. Quinn,
I'm still waiting on the call back from the manager... heck, I'm still waiting on them to acknowledge the e-mails I sent!
Sometimes, it's the principle more than the money!!!

[qoutrage]

Sorry Scott...Too much commentary on my part. You are right, as to the principle of things.
I hope you get your part.